Created on 16 Oct 2026, Updated 16 Oct 2026 11:44

Incident reports

Incident reports let you record when something goes wrong with a person at your event, and make sure your team, and other organisers on the platform, are aware of it. Depending on how serious the incident is, you can also restrict that person from buying tickets, joining waitlists, receiving your campaign emails, receiving transferred tickets or signing up as a volunteer.

Incidents are attached to a person's contact record, so the flag follows them across all of your events.

Two parts to every incident

An incident has two separate parts:

• The report – what happened, who was involved, witnesses, evidence. This is a record, not a judgement.
• Actions – what you decided to do about it, such as restricting ticket purchases for 12 months. Each action has its own scope and expiry date.

Keeping these separate means you can record an incident without restricting anyone, add or remove restrictions later, and pause a restriction while something is being looked into.

When to use incident reports

Use an incident report when you need to keep a record of:

• disruptive or anti-social behaviour
• harassment, discrimination, threats or intimidation
• a consent violation or sexual misconduct
• violence, a medical or welfare incident, or drug and alcohol-related conduct
• weapons or prohibited items
• a safeguarding concern about a vulnerable person
• abuse of your staff, volunteers or contractors
• fraud, chargebacks, ticket misuse or unauthorised access
• unauthorised recording or a privacy violation
• damage, vandalism, loss or theft
• not following event rules, or arriving without required supplies

You can also record a simple note about a person that only your team can see.

Who can see what

Who	What they see
Your team	The full report, including the description, witnesses and attachments
Platform administrators	The full report, so they can review requests and appeals
Organisers on other accounts	A flag showing the seriousness, the category, how well it's been verified and the date. They can't read the details
The person who made the report	Only their own report's reference and status, plus any messages your team sends them – through a secure link. They can't see the details, your notes or any restrictions
The person reported	Nothing. They are never told a report exists

Notes are only ever visible to your own team. If another organiser needs more information about a flag you created, they can contact you through your event's contact page.

For reports submitted by attendees, the reporter's identity is protected even from your wider team – it's only revealed to people with permission, and that reveal is recorded.

Every time someone opens the full report, downloads an attachment, reveals the reporter's identity or exports incident data, it's recorded in an access log.

Reporting an incident

You can report an incident from any page that lists people: Orders, Attendees, Waitlist, Contacts or Volunteers.

1. Find the person in the list.
2. Open the row's actions menu and choose Report incident.
3. Fill in the form (see below).
4. Click Save.

You can also report from the Contacts list using Report incident in the person's actions menu. Use this when the incident isn't tied to a particular order or ticket.

You can also report straight from the Incidents page: click the Report incident button at the top of the page and enter the person's email address (and their name, if you know it). If the person isn't on the platform yet, a contact record is created for them so the report can be filed.

Bought on behalf of someone else

If the person involved wasn't the one who bought the ticket, choose the correct ticket holder from the order when you fill in the form. The report will attach to that person rather than the buyer.

Filling in the report

Classification

Category – choose the main category that best describes the incident. You can add extra categories as tags if more than one applies. If you're not sure, choose Other and update it when you know more (a report can't be finalised as "Other").

Seriousness

• Note – for your team's information only. Not shown to other organisers.
• Warning – shows a flag to your team and other organisers.
• Serious – shows a red flag. Use this for incidents that may need restrictions.

How verified is it? – be honest about what you know:

• Unverified – one person's account, not yet checked
• Corroborated – more than one person saw it or reported it
• Supported by evidence – photos, footage or written statements
• Admitted – the person accepted responsibility
• Disputed – the person denies it
• Unable to determine

This is shown alongside the flag so nobody treats an unverified report as an established fact.

What happened

Title and description – a short title and a plain description of events.

When it happened – the date and time.

Where it happened – whether it was on site, online or elsewhere but connected to your event, plus the area (for example "Main bar" or "Gate 2 car park").

Who or what was affected

Affected – another attendee, a staff member or volunteer, property, the venue, or no one in particular. If it was a person, you can link their contact record.

Witnesses – names and contact details of anyone who saw what happened.

Response

Background – anything relevant that led up to the incident.

Actions taken – what you or your team did at the time.

Recommendations – what you think should happen next.

Suggestions for future improvement – anything that could prevent this happening again.

Attachments – photos, statements or other files. These are stored privately and can only be opened by people with permission.

Adding restrictions

For warning and serious incidents you can add one or more restrictions. Each one has its own scope and expiry:

Restriction	What it stops
Purchasing tickets	Buying tickets, including when someone else buys a ticket in their name
Joining waitlists	Registering on waitlists and RSVP lists
Campaign emails	Your campaigns and announcements. Receipts, tickets and refund emails still send
Receiving transfers	Receiving transferred or resale tickets
Volunteer sign-up	Signing up as a new volunteer. Existing volunteers can still complete their shifts

Restrictions are recorded but not yet enforced. At the moment a restriction shows as a ban icon on the person's flag so your team knows about it. Automatic blocking at checkout, waitlist sign-up and campaign sending is coming in the next release. When it arrives, the person will see a generic message asking them to contact the organiser and won't be told why.

Some things will never be restricted: refunds, cancellations, disputes, transferring a ticket back to you, tickets you create yourself, and privacy or account requests.

Scope – where the restriction applies

• This event – only this event.
• Organiser – all of your events. This is the default, since most reports are made after the event has finished.
• Platform – every event on the platform. If you can't approve this yourself it's sent as a recommendation marked pending review for a platform administrator.
• All platforms – site-wide, for the most serious incidents. A super administrator approves these.

The scope menu shows the actual names – for example This event (Summer Festival) or Platform (TicketHub) – so it's clear where each option applies. Your event or account restriction stays in place while a wider recommendation waits for review. (Notifications of the outcome are coming; for now check the incident.)

Site-wide restrictions for serious incidents need two administrators to approve them.

Expiry – how long it lasts

Restrictions expire after 12 months by default. You can change the date, or choose Permanent for the most serious cases. Once all restrictions on an incident have expired, the flag stops appearing on listings after a short grace period, but the report stays in the person's history.

Where the flag appears

Once saved, a flag appears next to the person's name on the Orders, Attendees, Waitlist, Contacts and Volunteers lists.

Hover over the flag to see a summary, or click it to open the report. A small ban icon on the flag means a restriction has been recorded that applies to the event you're looking at. Use the Incidents filter on any of these lists to show only Flagged or Restricted people.

The Incidents pages

• Event → Incidents lists every incident reported for that event.
• Organiser menu → Incidents lists incidents across all of your account's events.
• On the Contacts list, each person's actions menu has Incidents (their history) and Report incident.

From any of these you can open a report, add a comment, add a restriction, approve or decline a pending restriction, resolve, or redact.

Reports from attendees

Attendees can submit their own report from the link in their ticket email or on the event's contact page – they don't need an account. These arrive on your Incidents pages as unverified reports for your team to review, and you're emailed a notification.

The person who submitted it gets a receipt email with a secure link where they can check the report's status and reply. The link works for 30 minutes; if it expires they can request a new one using their report reference and email address.

To reply to a reporter, add a comment and set Visible to to Send to reporter (see below). If they asked not to be contacted that option doesn't appear – they only get the one receipt email – but they can opt back in themselves from their report page.

Approving wider restrictions

When someone recommends a platform-wide or site-wide restriction it appears on the incident as Pending approval. A platform administrator (or a super administrator for site-wide) opens the report and chooses Approve or Decline. The person who created the recommendation can't approve it themselves.

Following up on an incident

Open the report from the person's Incidents modal or the event's Incidents page to:

• Add a comment to keep a running record. Choose who can see it with Visible to: Internal (your team and reviewers), Oversight only (platform and site administrators), or Send to reporter (shown to the person who reported it on their secure report page, and they're emailed a link). Send to reporter is only available if the reporter allowed contact, and those comments can't include attachments.
• Add restrictions, or revoke one that is no longer needed
• Request a wider restriction
• Resolve the incident when it no longer needs to be active (this revokes its restrictions). You can reopen it later if needed
• Redact the written details, witnesses, attachments and personal details while keeping a record that the incident happened. You choose which parts to remove and why. Redaction can't be undone.

Everything you do is recorded in the activity log.

Notifications

• A report from an attendee emails the organiser. When your team creates an incident, site oversight is notified too.
• Serious incidents and requests for wider restrictions also notify platform administrators.
• Status changes, resolutions and reporter replies email the organiser – notifications link to the incident rather than including the report details.
• The person a report is about is never notified.

Coming next

These parts of incident reporting are planned but not yet available:

• Automatic enforcement of restrictions at checkout, waitlist sign-up, ticket transfers, volunteer sign-up and campaign sending, with a daily summary of blocked attempts and the ability to grant a one-off override for a single event.
• Flags on order and ticket pages, the check-in screen and the volunteer kiosk.
• Appeals, so a person who disputes a report or has been mistaken for someone else can have it reviewed and restrictions paused.
• Possible match warnings when a new order shares a phone number, name and postcode, or payment card with a flagged person.
• Reminders before a restriction expires.

Frequently asked questions

Can I stop someone at the door with this? Not yet from the check-in screen – that flag is coming. For now, check the Attendees list for the flag before the event. The decision to refuse entry is always yours.

Does a restriction stop refunds? No. Receipts, tickets and refund emails are always sent, and refund and cancellation actions always work, so you can still refund the person if needed.

Can I delete a report? Reports can be resolved or redacted but not deleted, so there is always a record. A contact with active incidents can't be deleted; resolve and redact them first.

Why can't I see the details of another organiser's flag? Reports contain sensitive information about people, so full details stay with the organiser who wrote them. Use Contact organiser on the flag to ask them.